Job Title: Customer Service Representative
Location : Philippines
Job Overview: The Customer Service Representative will be responsible for providing exceptional service to customers by addressing their inquiries, concerns, and requests.
This role involves ensuring customer satisfaction through effective communication, problem-solving, and the delivery of prompt and accurate information.
Key Responsibilities:
Customer Interaction:
Respond to inbound calls, emails, live chats, and social media inquiries.
Handle customer complaints, concerns, and feedback in a professional and empathetic manner.
Provide clear and accurate information about products, services, policies, and procedures.
Issue Resolution:
Troubleshoot issues related to products, services, billing, or technical matters.
Process returns, exchanges, or refunds when necessary.
Escalate complex issues to higher-level support or appropriate departments.
Documentation & Record Keeping:
Maintain accurate records of customer interactions in the CRM system.
Update customer profiles and track customer service issues to ensure timely follow-up.
Order Support:
Assist with processing orders, tracking shipments, and managing returns or exchanges.
Verify and update customer details and order information in the system.
Sales and Upselling:
Promote additional products, services, or upgrades that may benefit the customer.
Cross-sell and upsell products or services when appropriate, maintaining a focus on customer needs.
Customer Education:
Educate customers about product features, services, and troubleshooting steps.
Provide training or tutorials on how to use certain products or services if applicable.
Team Collaboration:
Collaborate with team members and other departments to resolve customer issues efficiently.
Share insights and feedback on customer trends or product issues to improve overall service quality.
Maintain Professionalism:
Demonstrate excellent communication skills, both verbal and written.
Maintain a calm, polite, and professional demeanor at all times, even in challenging situations.
Skills & Qualifications:
Education: High school diploma or equivalent; college degree preferred but not required.
Experience: Prior experience in customer service, retail, or a similar role is preferred.
Technical Skills:
Familiarity with customer service software, CRM tools, or ticketing systems (e.g., Zendesk, Salesforce).
Basic knowledge of Microsoft Office Suite or equivalent.
Communication: Strong verbal and written communication skills.
Problem-Solving: Ability to handle difficult situations with patience and professionalism.
Multitasking: Capable of managing multiple tasks and customer interactions simultaneously.
Empathy & Patience: Ability to understand and address customer concerns with empathy.
Working Conditions:
Full-time, part-time, or flexible hours depending on the company.
May require weekend or evening shifts depending on business needs.
May involve working remotely or in-office based on the company's policies.